Netscaler services disrupted

Reported by

• Customers and monitoring

Affected product Categorization:

• NetScaler
• RCX Web
• RCX TCS Services
• RCX Plugin Services
• WordPress
• IoT

Incident history

• Start downtime – 14:57 CEST (all affected components)
• Stop downtime: TGC: 15:28 CEST, NetScaler: 16:08 CEST
• Total downtime - 1 hour 11 minutes

Issue description & root cause
Multiple core virtual machines were offline and no longer bootable due to an unforeseen error in the preparation process towards an update by our provider. A limited amount of customers were affected, multiple virtual machines also stayed operational.

Solution and measures taken
Virtual machines were restored from backup and licenses for NetScaler appliances were reapplied.
Measure taken: rethinking the back-up process to be fully independent from provider processes and procedures.

Dear Customers,

All services have been restored and are operational.

Team Vintia

Dear Customers,

Currently access control and NG driver services are restored.

Webshops and IoT services are begin restored as we speak.

Team Vintia